Telecommunications Operator in Southport inSouthport PUBLISHED WED 26 FEB 2025 Jump to job information section

Band 2 PERMANENT

Mersey and West Lancashire Teaching Hospitals NHS Trust rk5DHNQI

Job description

To provide an efficient front line telecommunications service for patients, business callers and staff to the Southport and Ormskirk Hospitals.

The communications operator will answer all calls in a polite and efficient manner and respond to all emergency calls in accordance with Trust and departmental procedures

Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

Transfer callers quickly and accurately to their required destination

Operate both the internal Ascom/ RF and external paging systems

Operate a two-way radio communication system

Work effectively as part of the Facilities Management team.

Ensure effective communications within the team including handover at the beginning and end of shift.

About us
KEY DUTIES

Answer all external and internal calls to the switchboard speedily, courteously and in an efficient manner.

Transfer callers quickly and accurately to their required destination

Operate both the internal Ascom/ RF and external paging systems

Operate a two-way radio communication system

Work effectively as part of the Facilities Management team.

Ensure effective communications within the team including handover at the beginning and end of shift

CLINICAL & PROFESSIONAL RESPONSIBILITIES

Maintain a high standard of personal hygiene.

Maintain and improve all aspects of the service.

Participate in staff involvement groups for all aspects of the Trust Quality Strategy 2/19

Ensure good customer relations with patients, visitors and staff

ADMINISTRATIVE RESPONSIBILITIES

Respond to Major Incidents following Trust Procedures

Respond to any General Alarms activated following Trust and departmental procedures to alert Trust staff

Respond to fire alarm activation following Trust and departmental procedures, liaising with alarm companies and the fire service controller.

Respond to requests for Emergency teams using the Ascom system following Trust and departmental procedures.

Report equipment faults (consoles, Ascom system, alarms etc) in line with departmental procedures over 24 hours.

Respond as a help point for visitors using the Trust Car Parks liaising with the Car Park Attendants/Porters

Check to ensure on-call information is correct at the beginning of the shift and provide wards and departments on request.

Ensure switchboard database is updated, and any changes noted

Completion of admin work as seen fit by the Line Manager

Issuing of residential accommodation keys

TEACHING & TRAINING RESPONSIBILITIES

Staff will be trained in all aspects of switchboard duties; Standard Operating Procedures are there to assist.

All trained staff are expected to display a flexible and supportive attitude to their work and colleagues, providing guidance and assistance to new or existing members of staff.

Participate in the staff appraisal system and attend training in accordance with your personal development plan

FINANCIAL RESPONSIBILITIES

Ensure economic use of all material

Ensure good practice to minimise waste

Ensure payment is received for rents in relation to the residential accommodation, as indicated, and receipts issued

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Requirements

See the job description for full role requirements.

Benefits

Benefits are provided by the employer and will be confirmed during your application.

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More information related to this job opportunity, from jobsincare:

Here are 5 questions you could be asked if you apply for this job: Start practice interview... NEW!

Can you tell us a bit about yourself and your previous experience in telecommunications or customer service roles?

What interests you most about working as a Telecommunications Operator for our NHS Trust?

Have you had experience operating a switchboard or similar telecommunications equipment? If so, can you describe your experience?

How would you ensure accuracy when transferring calls, especially in a high-pressure environment?

Can you explain how you would handle an emergency call? What steps would you take to ensure a swift and appropriate response?

See more interview questions

1. Can you tell us a bit about yourself and your previous experience in telecommunications or customer service roles?

2. What interests you most about working as a Telecommunications Operator for our NHS Trust?

3. Have you had experience operating a switchboard or similar telecommunications equipment? If so, can you describe your experience?

4. How would you ensure accuracy when transferring calls, especially in a high-pressure environment?

5. Can you explain how you would handle an emergency call? What steps would you take to ensure a swift and appropriate response?

Start a practice interview... NEW!

See more interview questions

Useful skills for a Telecommunications Operator: Click to view

Working as a Telecommunications Operator in the UK requires a mix of technical, communication, and problem-solving skills. Here are the key skills and qualifications typically needed for this role:

Technical Skills

1. Knowledge of Telecommunications Systems: Understanding of phone systems, networking, and communication technologies.

2. Familiarity with Equipment: Experience with telecommunication equipment, such as PBX (Private Branch Exchange) systems, routers, and modems.

3. Basic IT Skills: Proficiency in using computer systems and software, including caller ID and communication systems.

4. Troubleshooting Skills: Ability to diagnose and resolve technical issues with telecommunications equipment and systems.

Communication Skills

1. Verbal Communication: Strong spoken communication skills for clear and effective interaction with customers, clients, and team members.

2. Written Communication: Ability to document calls, create reports, and use email effectively.

3. Active Listening: Skills to listen carefully to customers to understand their issues and needs.

Customer Service Skills

1. Customer Focus: A commitment to providing excellent service and support to clients.

2. Problem-Solving: Quick thinking and decision-making abilities to handle customer inquiries and issues efficiently.

3. Empathy: Ability to understand and address customer concerns with patience and understanding.

Organizational Skills

1. Time Management: Ability to manage multiple tasks and prioritize effectively, especially in a busy environment.

2. Attention to Detail: Precision in handling technical information and customer data.

Interpersonal Skills

1. Teamwork: Collaboration with colleagues and other departments to solve problems or improve services.

2. Adaptability: Flexibility to adjust to new technologies and changing customer demands.

Qualifications

- Educational Background: While specific qualifications can vary, having GCSEs in subjects like English and Maths is often beneficial. Some positions may require vocational training or relevant certifications in telecommunications or IT.

- Experience: Previous experience in a customer service role or telecommunications field can be advantageous.

Additional Considerations

- Familiarity with relevant regulations and standards in telecommunications.

- In some roles, you may need to be available for shift work or on-call duties.

inSouthport

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